Luis Rivera

Temporary recepcionist

I worked as a Customer Service Representative for 3.5 years in the departments of Customer Service, Tech Support, Billing, and Sales.

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Was promoted in 2020 as Team Manager for Sales and Customer Service in Retail Stores with the following tasks:

• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.
• Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
• Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
• Led a high-performing operations team, focusing on continuous improvement and employee development.

In 2022 I was working as Real Time Analyst (RTA) within Workforce Department with the following duties:

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
• Optimized schedules, forecasts and other tools to present to management.
• Prepared and maintained reports, dashboards and monthly packages.